The Relationship between Customer Satisfaction and Customer Loyalty in the Banking Sector in Syria

A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over the years. Customer satisfaction is a crucial factor for bank  success and it has the possibility to influence customer loyalty. From a theoretical perspective it is very important to investigate which factors influence customer satisfaction. This paper analyzes the basic factors  which affects customer satisfaction towards services of Bank. This study adopted empirical research design on the sample size of 401 respondents who were customers of different banks in Syria. Data is collected through survey questionnaires related to customer expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide important managerial implications. Keywords: bank, customer satisfaction, customer loyalty

CUSTOMER SATISFACTION AND BRAND LOYALTY IN THE HOTEL INDUSTRY

Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of brand image and price fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers

Unethical Gamification: A Literature Review

Gamification has become a mainstay approach in designing engaging systems, practices, and cultures across practically all walks of human life. However, as gamification mainly attempts to affect individual psychological states, motivations, attitudes, and behaviors, conscious consideration of ethical aspects, as well as underlying values and premises, is very much warranted. However, gamification research and practice have sprung up rather rapidly and myopically as boosted by the contemporary hype related to technology and games, which has led to the relative dismissal of ethical considerations in relation to gamification. In order to map these considerations and the current state of the discussion in gamification literature, we systematically reviewed research related to ethics, and particularly, possible identified and discussed harms of gamification. The corpus reveals that psychological distress, exploitation, lack of performance, and privacy issues are the most commonly contemplated possible harms, with different frequencies based on the game elements, types, and contexts